Senior Analyst, Systems Operations

ICE Clear Europe Limited; Atlanta (GA); On-site; USD 120,000 - 160,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking a seasoned Systems Operations professional in the NYSE/ICE ecosystem. The role focuses on incident and problem management, leading end-to-end response to high-severity production issues and driving post-incident reviews.

You will mentor junior staff and help maintain documentation and runbooks critical to trading platforms and market data services. Ideal candidates bring 3–5+ years of production support in financial services, with hands-on experience in

Qualifications

• 3–5+ years in production support, IT operations, or systems operations in finance/ trading environments.
• Subject-matter expert on platforms like trading systems, ServiceNow, BigPanda or similar tooling.
• Proven ability to lead projects independently with accountability to management.

Responsibilities

• Serve as a senior escalation point for complex, high-impact client and platform issues.
• Own high-severity production incidents end-to-end and drive rapid restoration.
• Lead root-cause analysis using ServiceNow records and drive corrective actions to closure.
• Establish and reinforce best practices for Incident, Problem, and Change Management in ServiceNow.
• Lead large operational projects with concise status updates for management.
• Identify systemic gaps in procedures and drive improvements using monitoring data.

Skills

Production support

IT operations

Incident management

Leadership

Education

Bachelor's degree in Information Technology/CS

ITIL Foundation

Tools

ServiceNow

BigPanda

Splunk

ITSM tooling

Job description

Overview

The New York Stock Exchange (NYSE), part of Intercontinental Exchange (NYSE:ICE), is the world's largest equities exchange and a defining name in global markets. Our Systems Operations team keeps that market running, engineering and supporting the technology platforms that connect companies around the world to capital and derivative markets. With a leading-edge approach to developing technology platforms, we have built market infrastructure in all major trading centers, offering customers the ability to manage risk and make informed decisions globally. We're looking for motivated, results-oriented people to join our team.

Job Purpose

The New York Stock Exchange (NYSE), part of Intercontinental Exchange (NYSE:ICE), is the world's largest equities exchange and a defining name in global markets. Our Systems Operations team keeps that market running, engineering and supporting the technology platforms that connect companies around the world to capital and derivative markets. With a leading-edge approach to developing technology platforms, we have built market infrastructure in all major trading centers, offering customers the ability to manage risk and make informed decisions globally. We're looking for motivated, results-oriented people to join our team.

Responsibilities

• Serve as a senior escalation point for complex, high-impact client and platform issues, providing expert-level troubleshooting across NYSE trading platforms and market data services
• Take ownership of high-severity production incidents end-to-end, driving rapid restoration, clear stakeholder communication, and comprehensive post-incident review
• Lead root-cause analysis efforts using ServiceNow incident and problem records, and drive corrective action items through to closure
• Establish and reinforce best practices for Incident, Problem, and Change Management within ServiceNow
• Lead large operational projects independently, providing structured, concise status updates to management and stakeholders
• Identify systemic gaps in operational procedures and drive improvements that increase platform reliability, using monitoring data from BigPanda and related tooling to inform priorities
• Coordinate with third-party vendors and internal business units on complex, multi-team resolution efforts spanning trading, connectivity, and market data platforms
• Actively train and mentor team members, serving as the go-to platform expert for junior and mid-level analysts
• Prepare and maintain high-quality documentation, including escalation procedures and troubleshooting runbooks for core trading and market data platforms
• Contribute to team hiring and onboarding as a subject-matter expert and technical interviewer

Knowledge and Experience

• 3-5+ years of experience in production support, IT operations, or systems operations, preferably in financial services or exchange/trading environments
• Subject-matter expert on several platforms or technologies used by the team (e.g., trading systems, ServiceNow, BigPanda, or equivalent monitoring/ITSM tooling)
• Demonstrated ability to lead projects independently, with direct accountability to management for outcomes and timelines
• Track record of owning critical deliverables with minimal oversight in a fast-moving, high-availability environment
• Experience actively training and mentoring team members, with the credibility to be a go-to technical resource
• Strong working knowledge of Incident, Problem, and Change Management practices in a production environment

Preferred Knowledge and Experience

• Bachelor\'s degree in Information Technology, Computer Science, or equivalent professional experience
• ITIL Foundation certification or equivalent
• Hands-on experience with BigPanda, Splunk, ServiceNow, or similar monitoring and ITSM platforms
• Exposure to automation tooling (e.g., scripting, workflow automation) to reduce manual operational toil
• Experience working in cloud or virtualized infrastructure environments
• Knowledge of or experience with the FIX protocol is a plus

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.